FAQs
There is no question too big or too small for our veterinary team. Below are some answers to our most common questions.
Can I come into the building/room with my pet?
Absolutely! Covid restrictions are no longer in effect. We let you decide if you would like to come inside the building or stay in your car during your pet’s exam. If you do come in with your pet, there may be times we need to take them back to our treatment area. For example, blood draws, catheter placements, x-rays, and CT scans are some of the procedures that will take place in our hospital area rather than in the room with the owner.
Do you see exotics?
Yes, all our doctors have training in small mammal exotics, birds, and reptiles. We also see wildlife exotics such as raccoons and skunks, although proof of a valid, legal permit must be on file before making an appointment for these types of pets.
I just adopted a new pet. What should I do next?
It is important to establish medical care for your pet from the very beginning. Schedule a “Wellness Exam” with your veterinarian to check for pre-existing conditions, prescribe any illness preventions, and get information about what your pet might need in the future.
What are my payment options?
We accept cash, check, credit/debit, as well as Care Credit and Scratch Pay. Payment plans are only available in extenuating circumstances and must be arranged by management. Payment is due at the time of service.
Do you accept Pet Insurance?
Pet insurance plans reimburse owners after claims are submitted and approved by an insurance adjuster. Payment to the Animal Hospital is due at the time of service. We are happy to provide you with detailed exam reports and invoices from all your visits to submit to your insurance company.
How often should my pet visit the vet?
How do I transfer to your clinic?
Please call our office, and one of our Customer Care Representatives will create an account for you and your pets. We ask that you email, or have your previous clinic email, any previous records for your pet so we can attach them to your file before your visit. Our doctors will review the history of your pet prior to their first appointment with us.
We are also happy to see your pet for emergent situations if your vet is not available. Let our staff know where you would like records for your pet’s visit with us to be sent. This way, your primary veterinarian is aware of recent health concerns/treatments.
Appointment Policy
Missed Appointments
We know your time is valuable, and ours is too. When you book your
appointment, you are holding a space on our calendar that is no longer available to our other patients. If you need to cancel or reschedule your appointment for any reason, please call us as soon as you know so that we may offer that appointment time to another
patient. We ask that you call us to cancel or reschedule at least 24 hours before your appointment.
A cancellation is considered late when the appointment is cancelled
less than 24 hours before the appointed time. A no-show is when a patient misses an appointment without cancelling. In either case, we will charge the patient a missed appointment fee of $25, which must be paid before scheduling your next visit. A patient with three no-shows will no longer be able to schedule appointments.
How to Cancel Your Appointment
If you need to cancel your appointment, please call us at (616) 696-1212 between the hours of 8 a.m. and 8 p.m. Someone will be available to cancel and reschedule your appointment.
Are you accepting new patients?
Yes. We are always accepting new patients, especially for Emergencies. Please call our office to be triaged by a Customer Care Representative who can give you your options for getting your pet in to see one of our doctors as soon as possible.
Are you a walk-in clinic?
Although you can often get in to see one of our doctors within 24 hours, we ask that you call us ahead of time. Even if your pet is experiencing an emergency, we can often give you critical medical directions over the phone, and be prepared to treat whatever injury/illness your pet has sustained when you arrive at the clinic.
At what age should I spay/neuter my pet?
This varies for each species and should be discussed with your doctor at your pet’s first health check. Dogs, especially, vary as to when they should be spayed/neutered depending on their breed and weight.
Do you offer boarding services?
How do I get a copy of my pet’s records?
Call, email, or stop in our clinic anytime and we would be happy to provide you with records for all your pet’s exams with us.
Do you have an on-site groomer?
We currently have a part-time groomer. Her schedule is most often booked out months in advance with re-occurring clients. Please call our office for availability. Check our website often for updates on grooming services and availability.
When should I use flea/tick preventatives?
Although flea/tick prevention seems more of a concern in warmer months, our veterinarians suggest year-round prevention is the key to preventing flea/tick-borne illnesses. Many preventions that we carry also protect against other parasites, too.
I found a stray animal. What do I do?
Best practices for locating owners or animals
If you have found an animal, there are some steps you can follow to help you find the owner.
- If it has a collar, check for a name tag with contact information, or a smart license. If it has a smart license, you can scan the QR code with your phone’s camera or call the number on the back to get the contact information.
- Keep the animal in the area for at least three hours. Leave it outside (weather permitting) in case someone is looking for it.
- Take it for a walk in the area where you found it. Watch for anyone looking for the animal.
- Take it to a veterinarian office or animal shelter to scan it for a microchip.
- Check social media sites related to your location to see if anyone has reported a lost pet. If they have not, take a photo of the animal and post the details of when and where you found it.
- Good Facebook sites to check and post on in our area include: Cedar Springs Community Strong, Cedar Springs Informed, Sand Lake Informed, Kent County Lost and Found Pets, For the Love of Louie *Michigan Lost Pet Lookers*.
- Include any social media sites or Nextdoor groups associated with your neighborhood or neighborhood association.
- Check with the Kent County Animal Shelter to see if anyone has reported the missing pet. (616) 632-7300. They also ask that you register the pet as found at PetcoLoveLost.org. You can also check there for lost pets.
- If you still have not found the owner, Under Michigan law, you must contact the Sheriff (or in our case Kent County Animal Shelter or Animal Control) within 48 hours of finding an animal and make an appointment to take the animal in.
a. They will do a stray hold for a limited period and then put the animal up for adoption if the owner has not come forward.
b. If you feel you would like to foster the pet during the stray hold and possibly adopt it, they will often work with you on fostering the animal during that time, and then help you adopt it legally. However, they must do an intake. Just calling does not satisfy the requirement for a stray hold. Following the correct procedure to adopt the animal protects you legally if the owner later comes forward.
If you have lost an animal, follow the steps under #5. You can also put up flyers or posters in areas where people are likely to see them.